Qualification nightmare

I have had what I could call nightmare because this not bad service. Finished my degree in 2016, still to this day I haven't received my certificate because they say on their system it shows I failed my first semester ( while I was doing my first year). This is a shock when I was doing my first I received confirmation from them that I passed and I have proof and I emailed it to them. They still cannot assist with my certificate I don't the institute not even a cent. This does cause loss of opportunities on my side because I can't apply for jobs how do you apply when you don't have proof that you passed or you have qualification. The institution doesn't respect it's own ex students. I am tired now if how I have treated even though I paid everytime without fail. Right now I wouldn't recommend the school to anyone